VirtualPBX® – Doing Reliability Right!

VirtualPBX has been doing Hosted PBX solutions for over 14 years now and is proud of their track record of reliability and stability. They have not had a full system outage in upwards of 5 years now!

Redundancy Top-Down

They have had the time to put redundancies in place and figure out what works and what doesn’t. These redundancies aren’t cheap and start right up front by being connected to the national backbone so that they get their diesel at the same time as hospitals do in case of a national or natural disaster. From there the redundancies flow all the way down to individual components and power supplies on their switches. VirtualPBX practices “N+1” redundancy – which means that for every component(N) there is at least one(+1) independent backup component that allows for failover transparency in the event of a component failure.

Customer Calls Come First

Internally they have implemented a policy that customer calls come first, and then the web interface that controls the calls comes second. Nothing is inter-connected, meaning that their local and toll-free systems are not connected in any way. So if something were to happen to their toll-free network it will have no affect on the local phone number service and vice versus. The web interface is not connected at all to the voice switches. The reason they do all of this, is if for some reason there is some catastrophic failure in one section of the service, it will not affect the other sections.

Clustered and Backed-Up

VirtualPBX uses carrier-class switches running their own software – not personal computers using open source PC software. It’s a more expensive approach, but has proven to them to be a more solid approach with greater up-time. All of their databases that run along side of their voice services are clustered, so if something fails, it still continues to run. All databases are completely backed up through a series of full and differential backups. At any point in time, if there was a catastrophic system failure, VirtualPBX can be up and running with a complete backup of all systems and call logs up to the day of the failure. They are the only hosted phone service provider that offers this amount of protection for their services.

We Don’t Do Planned Downtimes

VirtualPBX never (yes I said NEVER), plans downtime. It’s impossible for them to because they provide service to customer service centers that operate 24x7x365, plus they also sell emergency phone services (PBX Parachute). So you ask, “what happens when they have a switch that they need to take out for repairs?”. Well, they manage this through their redundancies again – stop taking calls on that switch, wait for the remaining calls to end, then pull the switch for repair. No customer calls are affected.

Problems, Sure we have Hiccups

Now this isn’t to say that VirtualPBX never has problems that affect their call traffic… that’s unrealistic. They will be the first to admit that when dealing with technology you will have failures, and they have had their fair share of breakdowns and equipment problems, but because of their built-in redundancies,when there is an issue with a piece of equipment it only affects a handful of customers, not their entire customer base.

One thing all readers need to understand is that all Virtual Phone System vendors are at the mercy of carriers coming in and going out, because they are connected to the public switched telephone network(PSTN). So it is extremely important that the virtual phone system provider work with only Tier 1 national PSTN outbound and inbound carriers. VirtualPBX does this. You can get around this by sending calls out over VoIP but then you have individual customer ISP issues, as well as firewall and port issues. VirtualPBX does transfer to local numbers by VoIP, however they switch that back to copper wire PSTN before delivery for maximum sound clarity and security.

Security

Security is something that VirtualPBX takes very seriously. For instance, their servers and switchboards are stored in a multi-million dollar secured datacenter facility devoted to the sole task of keeping necessary operations protected.
Any physical access to the facility requires a key, handprint identification, security checkpoint screening, must be scheduled in advance, and can only be made by their senior operations officers.

They provide very few details about their datacenter facility for security reasons, however they have over four sources of energy and data transfer. So even if the power grid or one of their telecommunication providers collapse, their system stays secure and keeps functioning.

Their datacenter is part of the government protected network for technology and communication, and is subject to government regulation and oversight in addition to their own efforts. It also has full government support in the event that any attempt is made to breach security or reduce the capacity of the facility in any way.

Their network has never been hacked since their inception in 1997, and two Denial of Service(DoS) attacks were completely defeated and had no impact whatsoever on their site or services.

Bottom Line:

VirtualPBX practices 99.999% uptime for calls coming to their customers across their entire customer base – that’s about 5 minutes of downtime per year! That’s impressive statistics, and definitely something that they can be proud of. With experience definitely comes stability and reliability and VirtualPBX proves that out.

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